Lead Application Support Engineer

POSITION SUMMARY:

The Lead Application Support Engineer plays a pivotal role within Boku’s Network Operations Center, ensuring the seamless operation of our network of mobile operator suppliers and vendor partners. This position involves overseeing the team’s daily activities, validating work, and ensuring that transaction flows and business processes meet expected service levels. The Team Lead provides essential guidance and support to team members, driving operational excellence and fostering a collaborative environment.

RESPONSIBILITIES:

• Oversee the team in acknowledging and investigating alerts from monitoring systems, ensuring timely responses in compliance with SLAs
• Guide the team in evaluating, prioritizing, and resolving issues efficiently, making decisions on the appropriate escalation paths as necessary
• Ensure all incidents are tracked accurately in the ticketing system and that updates are clear, organized, and well-documented
• Act as the point of contact for escalated issues, ensuring the appropriate resolution is achieved promptly and in line within SLAs
• Ensure team members are aware of all critical incidents, including those worked on by colleagues, for seamless coverage and handover
• Manage incidents according to standard incident management practices
• Work on assigned tasks
• Identify recurring issues and trends, working with the team to ensure that permanent fix gets deployed.
• Collaborate with technical teams to gather and analyze RCAs.
• Engage and supporting colleagues with readiness for new ways of working, including training, documentation, and guidance.
• Represent own business area in all project activities, providing a two-way communication channel for queries, input and feedback.
• Liaise with the project team and colleagues on priority issues for resolution in a timely manner.
• Create and maintain technical documentation, including user guides and troubleshooting manuals.
• Generate detailed reports on KPI performance, including tracking incidents and resolutions. Provide insights and actionable data to improve service delivery and operational efficiency.
• Ability to work independently and as part of a team.
• Suggest and implement process improvements to enhance application performance and user experience.
• Must have strong analytical skills to analyze complex problems, identify patterns, and propose effective solutions.

DESIRED EXPERIENCE:

• Strong understanding of how HTTP, REST, and SOAP APIs function, as well as how web applications interact with these technologies
• Working knowledge of SSL protocols and Virtual VPN
• Familiarity with how databases operate and the ability to query data effectively using SQL. Experience with relational databases and performance monitoring.
• Experience using log analysis tools such as Sumo Logic, Kibana, and Elasticsearch to monitor, analyze, and troubleshoot operational issues.
• Understanding of how service-oriented architectures work, including components, integration, and communication between services
• Proficiency in using Unix or Linux command-line systems to monitor and troubleshoot processes, using commands like ps, top, netstat, telnet, ssh, ls, and traceroute
• Ability to write and troubleshoot basic scripts in Bash or Python for automating tasks and managing incidents.
• Experience using ticketing systems such as JIRA, Rally, ServiceNow, or similar platforms for tracking, managing, and resolving incidents.

QUALIFICATIONS:

• Should be having technical degree in engineering
• Be highly technical and experience in troubleshooting and resolving issues.
• 5 – 7 years of experience in application support or a related technical role
• Exhibit the ability to stay composed under pressure, guiding the team through high-stress scenarios while maintaining efficiency and accuracy
• Excel at managing multiple issues, incidents, and tasks simultaneously. Lead the team in prioritizing work effectively to meet critical deadlines and service-level agreements (SLAs)
• Work with minimal supervision, demonstrating strong decision-making abilities, especially in ambiguous or unclear situations
• Context shift/take direction and move quickly to get results
• Perform assigned duties and meet service-level agreements for response and resolution times
• Experience collaborating with remote teams and coordinating communication across different time zones
• Communicate professionally and effectively with a high-level of customer service
• Knowledge of ITIL or other service management frameworks.

WORK HOURS REQUIREMENTS: 

• This position will work as part of a global team providing 24-hour, 365-day coverage through shift schedules and requires flexibility in working hours and days. Weekend and holiday work may be included to provide this ongoing support coverage.
• Willing to work in a 24*7 environment (Rotational shifts/5 Days a week)
• Specific work schedules to be determined by management, which may change at their discretion and at the needs of the business.

WE OFFER YOU:  

• Stock equity for publicly listed Boku Inc 
• Extra vacation days between Christmas and New Year 
• Generous referral bonus 
• Home Office equipment budget 
• We are a family-friendly employer with a certified gold-level 
• Exciting possibility to work with well-known names in the internet/digital/mobile/gaming industry 
• Personal development, growth & learning opportunities in a motivated, talented and international team 
• Frequent all-inclusive team events that will help you quickly integrate into our talented and fun team 
• Independence to define your role: the freedom to act and take responsibility 
• Variety of learning & development opportunities and much more 

PLEASE NOTE: This is a full-time, exempt position